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How Customer Service Works


­No doubt you've been on the receiving end of lousy customer service a time or two. You've come to a company with questions only to be told by some sterile voice to press this or click that until you arrive full circle to your starting place with no help at all. Or, worse, you've reached some bored CSR (Customer Service Representative) who calls you by name but delivers only the infamous phrase, "I am sorry, but there is nothing I can do."

Now you are on the other side of the equation. You own a business or you manage a department and you want your customers to be happy, to come back for more products or services, and to tell others wonderful things about your company. What do you do?

In this edition of HowStuffWorks you'll learn some of the steps to take to create a responsive, caring organization. As you read about how customer service works, you'll transform what you learn into your own, unique style. You will merge these ideas with the mission you have for your organization. It is vital that your front-line people understand and share this vision. You must give them the tools to put that vision to work. We'll tell you how.